Review the Case-Dittenhoefer's Fine China
And,response to the following Questions:
1. On which dimensions of quality does Dittenhoefer's com-pete? How are these dimensions being threatened by the problems in the manufacturing and customer service areas?
2. What do you think are the problems with the current man-ufacturing process as a whole and with the polymer-coating machine in particular? How might you use process map¬ping and root cause analysis to get to the bottom of these problems?
3. Develop a Parcto chart based on the customer survey re-sults for the customer service office. What seem to be the key problems? How might you use the PDCA cycle to go about resolving these problems?